Contractor Performance Manager

• This role is to manage the performance and capacity of Contractor Connection’s supply chain of building contractors and other suppliers to meet or exceed key performance metrics.
• To implement the company’s supply chain strategy delivering against the necessary quality, service level, cost and other objectives and to manage agreed projects through to delivery.

Responsibilities

• To build, train and performance manage a network of quality contractors and suppliers within your geographic area.
• To recruit and vet quality suppliers to meet the demand of the business including allowance for surge events and all work streams
• To continually manage the capacity of the suppliers, adapting to changes in demand and service offering.
• To interpret and utilise management information to inform your priorities in managing your suppliers
• Advise, train, support and drive performance improvements with your suppliers throughout your geographic area
• To adopt a continuous improvement approach to supplier management, using both qualitative and quantitative data
• To identify poor performance and take preventative action with suppliers including goal setting and putting on performance improvement plans etc.
• To undertake site and desktop/file audits on suppliers as necessary and write up findings and improvement plans
• To attend to and mediate on complaints when escalated always considering the business impact upon cost and reputation
• To proactively manage new and existing supplier relationships through communication strategies, reporting, MI, forums and regular meetings
• To manage internal and external client relationships by ensuring suppliers deliver excellence against key measures (SLAs/KPIs)
• To attend and promote the Contractor Connection service at internal and external client meetings as required.
• To ensure all suppliers’ compliance with H&S, FCA procedures and TCF requirements
• To participate in appropriate delivery of products, services and initiatives
• To achieve growth and financial targets
• To promote the Company ethics and values, focus on what matters to the customer and promote clients’ brands

Qualifications

Essential

• Proven experience in insurance property reinstatement or building repair. That could be managed repair, contractor-side, loss adjusting or a claims supply chain. I'd merge your two "reinstatement" lines into this one.
• Experience managing supplier or contractor performance against SLAs and KPIs, including audits, improvement plans and holding difficult performance conversations.
• Working knowledge of CDM Regulations 2015, H&S and asbestos regulations as they apply to domestic and commercial repairs.
• Understanding of FCA conduct requirements in claims: Consumer Duty, complaints handling (DISP) and fair treatment of vulnerable customers.
• Comfortable using data and MI (Excel or similar) to set priorities and show improvement.
• Experience resolving complaints and disputes with contractors and customers.
• Behaves in a strong customer focussed way at all times to develop and maintain Member partnerships and client relationships
• Full UK driving licence, and able to travel regularly across the region with occasional overnight stays.

Desirable

• CIOB or RICS membership, or working towards it
• CII (e.g. Cert CII) or CILA qualification
• Experience recruiting and onboarding contractors, including vetting and compliance checks
• Experience responding to surge events like flood, storm or freeze, and scaling capacity quickly
• Ability to validate scopes and costs, e.g. schedules of rates or estimating
• Site safety qualification such as SMSTS, SSSTS, IOSH or NEBOSH
• Knowledge of the UK claims market and insurer client expectations
• Experience with claims or job management systems and MI tools like Power BI
• Existing knowledge of the contractor market in the region